Blog Entries

30. 01. 2018 Nicola Degara Application Performance Management, NetEye

IT Strategy (R)evolution: The Changing Role of IT in the Future of Business

End User Experience Monitoring allows for a “sensorial” analysis of the ways users consume IT services delivered within an organization and, increasingly often, from outside it as well. Everyone knows that IT services only generate value if they are available when needed and if they can achieve the target for which they were designed. Today… Read More

23. 12. 2015 Nicola Degara EriZone & OTRS

“Without data you’re just another person with an opinion” – E. Deming

The Christmas break is coming and with it the desire (… and the need!) to close all the activities of this year before returning in January ready to face the new challenges in 2016! It is now the year’s end and the new year’s budget planning! To know how to properly plan means not only to be prepared… Read More

30. 11. 2015 Nicola Degara EriZone & OTRS

BPM and ITIL for a Continual Improvement

The Creation of a Service Portfolio During the Service Strategy in ITIL, before starting with the redaction of a Service Portfolio it is important to obtain a wider overview of the Company Services that are recognized by the Business independently on their state of implementation: No longer offered: where do we come from? Currently active and… Read More

14. 09. 2015 Nicola Degara NetEye Updates

Update erizone-plugin-glpi 1.4.5 rpm

A new version of erizone-plugin-glpi rpm is available! Bug Fixing: The interface now ignores all installed softwares on “Retired>%” and “Expired>%” Computers The rpm is now available for NetEye 32 and 64 bit.

01. 09. 2015 Nicola Degara EriZone & OTRS

The Importance of the Service Catalogue For an ITSM Solution

Understanding the real meaning of the service catalogue by the customers is the first challenge I usually meet during the implementation of an ITSM solution. It is not always so clear for the customers the distinction with the product catalogue and they often misunderstand the major component and essential part of the definition, the service… Read More

06. 07. 2015 Nicola Degara EriZone & OTRS

How to approach an ITSM EriZone implementation

For those of you who do not know, WÜRTHPHOENIX EriZone is an open source IT Service Management solution based on OTRS. It allows to efficiently and effectively manage all the internal and external incidents and service requests as well as to improve the delivery of the IT services, by increasing the customer satisfaction. WÜRTHPHOENIX EriZone… Read More

29. 05. 2015 Nicola Degara EriZone & OTRS, Release Notes

EriZone 3.3.1 has been released!

Major Enhancements Access Management New possibility to start a new process (process management) from the single Access Management Activity automatically. Example: New Salesman hiring request New laptop (Purchase process <<<) New ERP account (Sales Manager approval <<<) New Phone New iPad Native possibility for EriZone for Single Sign-On Kerberos on Active Directory. New Ticket2Process admin… Read More

19. 03. 2015 Nicola Degara EriZone & OTRS, Uncategorized

New version of EriZone (3.1.9)

New version of EriZone (3.1.9) is now available for the download: Feature Lists EriZone DataWarehouse: Eri_TicketAggregatedTime: New parameter to include also child tickets in the calculation New Columns: MinBeforeFirstSplit, IsChild, ParentTicketID (first parent),ParentTicketNumber (first parent) Eri_TicketAggregatedTimeonline: Same parameters as Eri_TicketAggregatedTime It extracts similar information as Eri_ TicketAggregatedTime for ticket with states: new, open,pending reminder and… Read More

27. 02. 2015 Nicola Degara EriZone & OTRS, Uncategorized

New Version of EriZone (3.1.8)

New version of EriZone (3.1.8) is now available for the download: FEATURES LIST New Parameter to Filter on CustomerTicketSearch based on CustomerGroup: Ticket::Frontend::CompanyTicketAccessGroup New Fields available in iCMDB for GLPI interface: Inventory – Location – Group (manual changes on the CIs definition and import procedure are needed (see notes afterwards for more information); it requires the… Read More

12. 08. 2014 Nicola Degara EriZone & OTRS, Uncategorized

New version of EriZone (

New version of EriZone ( is now available for the download: The new version contains a lot of major fixes and the following major enhancements: TicketTo Process Split of column From/Title in ticket overview Autotime unit counter Full compatibility of responsive customer interface with Internet Explorer 8 UPGRADING PROCEDURE

23. 07. 2014 Nicola Degara Asset Management, EriZone & OTRS, NetEye Updates, Uncategorized

New Version of EriZone Access Management is Available

A new hotfix for the EriZone Access Management package is available for immediate download. Major issues have been resolved: therefore we suggest the upgrade for all the EriZone 3 systems The upgrade procedure is described in this post.

22. 07. 2014 Nicola Degara EriZone & OTRS, NetEye Updates, Uncategorized

New: WÜRTHPHOENIX EriZone 3 Upgrade is Available

A new upgrade for WÜRTHPHOENIX EriZone 3 is out now! The upgrade is compatible only for WÜRTHPHOENIX EriZone 3.0.x

22. 05. 2014 Nicola Degara EriZone & OTRS

Evaluate the customer satisfaction with the emoticons in EriZone

Have you ever used the emoticons to express your mood? Well, in many countries around the globe there is the opportunity to evaluate the various services offered by the public administration through the usage of the emoticons . A simple and quick procedure, which consists in giving a vote through three smiley faces: a smiling,… Read More